SalesTech Star

Five9 Unveils Agent Assist Offering – Delivering Practical, Real-World Benefits to Contact Centers

Five9 Agent Assist shatters AI perceptions of being ‘expensive,’ ‘hard,’ and ‘inaccurate’ while providing consistent, detailed and precise call summaries

Five9, a leading provider of the intelligent cloud contact center, announced the general availability of Five9® Agent Assist in Q4. Five9 Agent Assist extends Five9 Intelligent Cloud Contact Center capabilities with assistance focused on helping the agent during and after calls. Using AI-based, real-time call transcriptions, Five9 Agent Assist provides the first use case, a powerful new capability called Assisted Summarization. With this technology, Five9 Agent Assist can summarize calls and with optional confirmation from the agent, save it into the CRM or other system of record, with a single click. This provides measurable cost savings by reducing after call work and call handle times by eliminating the need for the agent to write notes.

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.@Five9 Unveils Agent Assist Offering – Delivering Practical, Real-World Benefits to Contact Centers

In addition to saving time, customer experience is improved by allowing agents to have detailed history of customer interactions in prior calls. This can reduce the need for agents to ask customers to repeat what happened previously. Summaries can also include details on what the agent said, enabling improved compliance adherence. Detailed reports provide insight into reasons for the call, upsell attempts and success rates, and many other insights.

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Five9 Agent Assist also allows agents to see live transcripts of the call as the conversation takes place. This allows a “second pair of ears” on each call, helping the agent to understand what the customer has said, without asking them to repeat it.

Five9 Agent Assist is powered by Google Cloud and Google Contact Center Artificial Intelligence technology, which provide speech recognition and natural language understanding capabilities. On top of that foundation, Five9 has added its own technologies, including its proprietary AI model generation and assisted summary algorithms.

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